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This page explains when a payment made here can be refunded.

What this covers

The paid puzzle packs bought in the app or on this site. The free starter packs cost nothing and are not covered here.

When you can ask for a refund

• Within 7 days of payment, provided no puzzle set in the pack has been played.
• Where you were charged twice for the same purchase.
• Where a fault on our side stopped you from opening what you paid for and we could not put it right.

When we cannot refund

• Once a puzzle set in the pack has been played, in whole or in part.
• Where the 7 days above have passed.

How to ask

Write to us from the email address on the account, with the date of payment and the transaction or order reference. We will confirm within 3 working days whether the refund applies.

How refunds are paid

An approved refund goes back to the card, account or wallet you paid from. Your bank or payment provider usually takes 5 to 10 working days to show it.

Questions about this page can be sent to support@juniornexa.com.